Description
We are looking for a skilled Contact Center Operations Analyst to join our team in Irvine, California. This Contract-to-Permanent position offers an exciting opportunity to contribute to the optimization of contact center processes and systems. In this role, you will play a critical part in ensuring seamless operations and enhancing customer engagement through effective system management and campaign configuration.
Responsibilities:
Configure and manage dialing campaigns, call flows, and call routing logic to optimize contact center operations.
Oversee user account management, permissions, and system settings to ensure proper access and functionality.
Monitor system performance and address operational issues promptly to maintain efficiency.
Analyze campaign performance and escalate concerns to relevant teams as needed.
Resolve technical issues related to call flows and integrated platforms.
Perform system hygiene tasks, including cleanup and updates to configurations.
Support the setup and maintenance of AI voice agent campaigns to enhance automation capabilities.
Update and maintain agent scripting tools to ensure alignment with campaign goals and compliance standards.
Collaborate with vendors and internal teams to troubleshoot and resolve technical challenges.
Document system configurations, call flows, and campaign settings for future reference and training purposes.
Requirements
Proven troubleshooting and analytical skills to address complex system issues.
Ability to manage multiple software platforms simultaneously with attention to detail.
Strong organizational skills and the capability to prioritize tasks effectively in a fast-paced environment.
Familiarity with contact center technologies and software platforms.
Experience with Five9 or similar contact center systems.
Exposure to AI voice agents or conversational AI tools is preferred.
Knowledge of quality assurance platforms and processes.
Experience maintaining or updating agent scripting tools is a plus.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: rhalfint
- Position Id: 00350-0013407190
- Posted 11 hours ago
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